Netwealth provides an online live messaging to help you get real-time support from Nova and Messaging agents for any questions or issues regarding the Netwealth platform. This guide will walk you through how to make the most of this tool, the key features available, and how it benefits you as a financial adviser working with your clients.
This article is intended for use by Adviser Representatives only and is provided for adviser operational purposes. It is not designed for, and must not be relied on by, clients. Clients should not act on the information in this article and should contact their Adviser Representative or Netwealth at contact@netwealth.com.au for information relevant to their circumstances.
*All information provided are from a testing account and are to be used as a guide only.
What are the functions of Messaging?
- Instant communication: Access to the Netwealth team without the need for calls or emails.
- Real-time page assistance: Messaging agents can see the pages you're navigating within the platform, helping them guide you more effectively through complex steps.
- Image sharing: You can upload or drag and drop PNG files directly through messaging, making it easy to send relevant screenshot snips or receive files from Netwealth.
- Business hours: Messaging agents are available from 8:30 am to 5:00 pm AEST, Nova is available 24/7.
- Start multiple conversations and access previous conversations.
- Send after hour messages which will be handled the following business day.
- Access to Nova, Netwealth's AI Agent to provide instant answers or be handed over to a human agent.
What is Nova?
Nova is Netwealth's AI Messaging Agent, available 24/7. Nova uses content from the Knowledge Centre as well as the ATO and MoneySmart to answers questions, sourcing multiple articles to provide context.
What are the functions and restrictions of Nova?
- Nova cannot access client accounts, view transactions, or see the status of cases.
- Nova operates within Netwealth's existing Messaging software, and all conversations are recorded and quality checked in line with standard Messaging interactions.
- If Nova is unable to answer your question, you will be transferred to the next available Messaging agent. If it is after business hours, Nova will record your query and a Messaging agent will handle the query on the next business day.
How do I access Messaging?
- Log into your Netwealth account: The messaging function is integrated into your Netwealth platform, so there's no need to navigate elsewhere.
- Look for the messaging icon: You'll find the messaging option easily visible in the top right hand corner of the main menu bar.
- To start a new message, the adviser can click the messaging icon and select 'New Conversation', or open a previous conversation to continue where they left off.
- You will be met by a welcome message from Nova, Netwealth's AI Agent. If Nova is not successful in answering your query, you will then be placed into the queue to be connected to a human agent.
Ending a Messaging conversation
If you wish to end a Messaging conversation, you can do so at any time by clicking the 'X' icon in the top right hand corner of the Messaging widget. Once selected, you'll be prompted to confirm whether you want to end the conversation.
You can provide feedback for Nova or Messaging agents at the end of the messaging conversation. Click the 'Rate your experience' button and complete the short feedback page.
Downloading a conversation
You can download a transcript of your conversation.
To do this:
- Click the three vertical dots in the top right hand corner of the Messaging widget.
- Click 'Download transcript', which will be saved automatically to your 'Downloads folder'.
Helpful tips:
- If we receive no response within 4 minutes, the agent will keep the ticket open for the rest of the business day. You can continue the same conversation at any time.
- Reopening a previous conversation may not guarantee interaction with the same agent, as agent availability may change.
- If you are on a conversation for over 30 minutes, the browser may refresh and you may be logged out of the Netwealth platform. To ensure this does not happen, please move to a different Netwealth page for your session to continue.
- If you want to close the messaging window, please click on the messaging icon you used to open the window.